Complaints Policy

Introduction

We are committed to providing excellent service to our customers. However, we understand that there may be occasions when you are not satisfied with our products, services, or the way we have handled your insurance policy.

We take all complaints seriously and aim to resolve them promptly, fairly, and effectively.

This policy outlines the process for making a complaint and how we will handle your complaint in accordance with relevant laws and regulations.

How to Make a Complaint

You can make a complaint to through the following channels:

By mail: Send a letter to
Fusion Specialty
Level 1, 60 Martin Place
Sydney NSW 2000

By email: Send an email to [email protected]

Complaint Handling Process

Receipt of Complaint

Upon receiving your complaint, we will acknowledge it in writing or via email within 1 business days, confirming the details of your complaint, the assigned complaint reference number, and the contact details of the person handling your complaint.

Investigation and Resolution

We will conduct a thorough and impartial investigation of your complaint. We may contact you for further information or documents related to your complaint. We will endeavour to resolve your complaint within 30 calendar days. If your complaint requires more time to investigate, we will keep you informed about the progress and provide an estimated resolution date.

Resolution and Communication

Once we have completed our investigation, we will provide you with a written response that includes the outcome of our investigation and, if applicable, any remedies or corrective actions we plan to take.

Escalation

If you are not satisfied with our resolution or if your complaint remains unresolved after 30 calendar days, you have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent, external dispute resolution scheme and there is no charge for this service.

AFCA can be contacted by:

Online: www.afca.org.au

Email: [email protected]

Phone: 1800 931 678

Mail: Australia Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001